Retail Lead - Guest Experience & POS Pro

BWM Biltmore Workforce Management; Asheville (NC); On-site; USD 21,000 - 30,000; Full time

Job summary

Biltmore Estate is seeking a Retail Lead Associate to drive sales, deliver exceptional guest service, and maintain POS proficiency. You will support daily shop operations, assist with inventory controls, and mentor new hires within the Carriage House retail environment.

The role requires flexibility for evening/weekend shifts, strong communication, and a focus on up-selling and cross-selling to enhance guest experiences with our estate products.

Qualifications

• High school diploma strongly preferred; additional education or training desired.
• At least 1 year of related guest service experience; equivalent combination of education/experience considered.
• Demonstrated commitment to world‑class guest service; leadership skills a plus.
• Ability to quickly acquire knowledge of Biltmore's products/services, history, processes, protocols, systems, and organizational structure.
• Outstanding interpersonal and communication skills; proactive and genuine guest engagement; active listening essential.
• Exercises good judgment; prioritizes work, multitasks, and remains flexible.

Responsibilities

• Provides an exceptional guest service experience for each guest and assures total guest satisfaction with estate shopping experiences.
• Develops proficiency and accuracy in all POS register operations.
• Maintains an expanded sales focus with emphasis on up-selling and cross-selling.
• Monitors and replenishes merchandise levels throughout the day and assists with inventory control.
• Assists supervisor with floor coverage based on guest flow, answering radio calls, managing break schedules, and positively interacting with guests.
• Assumes the responsibility of an "Authorized Approver" for merchandise returns and voids.
• Creates purchase orders for outside vendors (Coke, Wine, Beer, Plants, etc.).
• Provides consistent and effective delivery of our Retail OJT to all new hires.
• Orders staff uniforms and maintains dress code standards throughout the shop.
• Assists with opening and closing retail shops as directed by supervisor, including lights, setup, end-of-day reports.
• Performs cleaning of shops and delegation of duties; provides general support to department and company.

Skills

Guest service

Communication

Time management

Organizational skills

Public speaking

Leadership

Active listening

Upselling

Cross-selling

Education

High school diploma

Tools

CounterPoint POS

Job description

Biltmore Estate is seeking a Retail Lead Associate to drive sales, deliver exceptional guest service, and maintain POS proficiency. You will support daily shop operations, assist with inventory controls, and mentor new hires within the Carriage House retail environment.

The role requires flexibility for evening/weekend shifts, strong communication, and a focus on up-selling and cross-selling to enhance guest experiences with our estate products.